Revenue estimation for logistics customer service offerings

Abstract

Purpose In logistics strategy, it is now being recognized that revenue generation is as important as cost reduction. Although it has long been known that logistics customer service has a positive effect on customer satisfaction, little research has been conducted to determine precisely the degree to which logistics customer service affects sales and generates the revenues for the firm. The purpose of this paper is to identify, categorize, and illustrate methods for estimating revenues associated with various levels of logistics customer service offerings. Design/methodology/approach The purpose is achieved through simulation, statistics, and case studies. Findings When the revenue effects of logistics customer service can be approximated, logistics strategies can be formulated that optimize profits and/or return on investment. Otherwise, logistics strategy is in danger of being sub‐optimized when logistics customer service levels are treated as planning constraints and costs minimized to meet them. Originality/value The paper sets forth a number of methods by which this sales‐service relationship can be generated and the effect of service on sales quantified. This provides an important basis for optimizing logistics strategy.